PATIENT EXPERIENCE SPECIALIST

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.
  
  

Responsibilities

The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person, or telephone. Serves as a liaison between customers, patients and/or their families and Mayo Clinic (i.e., support, clinical departments, and administration) and provides insight and information as it relates to customer service, service recovery and complaint management processes. Provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings. These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Patient Experience Specialist.

The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence. As follow up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with Mayo Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and resolution.

This work requires an understanding of associated regulatory and legal requirements and proficiency with all patient-related electronic medical record applications. In addition, requires broad organizational awareness to perform quality analysis and research of patient complaints. May be assigned to help create complaint data reports and share metrics, which may include complaint and other quantitative/qualitative data. May assist with service recovery training. May assists in a service role through institutional projects as directed and approved by the Patient Experience Manager.

This position is Hybrid, Individual must live within driving distance to a Mayo Clinic Campus

• This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.
  
  

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

Qualifications

Bachelor's degree required plus two years of experience in healthcare or related fields.

Must gain in-depth knowledge of the Mayo Clinic Enterprise and its operations. Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention. Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization. Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills. Must be able to analyze information and data and have knowledge of computer tools. May require proficiency in the use of: Calabrio, EPIC, CRM, SharePoint, and Internet/Intra-net. Confidentiality, professionalism, and problem solving are essential. Critical thinking, Decisive Decision Making.

Exemption Status

Nonexempt

Compensation Detail

$32.74 - $49.15/hour; Education experience and tenure may be considered along with internal equity when job offers are extended.

Benefits Eligible

No

Schedule

Part Time

Hours/Pay Period

• 0004
  
  

Schedule Details

Supplemental. Coverage availability requested for mid-day to 5 pm mt. Hours are not guaranteed. On average supplemental staff receive 10-20 hours per week.

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" . Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Lynnette Fleshman